The two types of invitations that you may be called upon to create for business purposes are

• social and formal
• formal and informal
• semi-formal and formal
• informal and semi-formal

A sympathy message should

• express sympathy only.
• never use the word "death".
• give a calm and optimistic look toward the future.
• never state the deceased person's name.

Which of these is not a description of a goodwill letter?

• sincere
• friendly
• forced or stiff
• natural

The purpose of letters that follow-up aftera  customer has purchased a product or service is

• build goodwill.
• show the organization's interest in the customer.
• demonstrate a desire to continue serving the customer.
• all of these choices

Sometimes you can take the sting out of a refusal letter by

• sending a free pamphlet
• offering a helpful suggestion
• sending a price list
• sending a copy of the refusal letter to the president of your company.

Internal communications consist of 

• brief, informal messages
• long reserved reports
• abstracts for the web page
• faxed messages

A person who contacts a business and inquires about a product or service is probably a

• sales representative
• prospective customer
• person who will take advantage of the information
• competitor

A letter requesting an adjustment should be sent 

• at least 30 days after the problem is discovered.
• at least 60 days after the problem is discovered.
• at least 90 days after the problem is discovered.
• promptly after you discover the problem.

When writing a letter requesting an adjustment, you should

• ask your reader what he or she plans to do about the mistake.
• question your reader's honesty.
• ask your reader for a specific adjustment.
• show your anger and disgust with your word choice.

When granting a full adjustment to a customer, begin te letter with

• an expression of appreciation for the reader's request for adjustment.
• an explanation of the effort you are making to prevent a repetition of the error.
• the news that the full adjustment is being granted
• a buffer paragraph with neutral information.